Guest Service Agent/ Concierge

So/; Auckland; On-site; NZD 42,000 - 54,000; Full time

Benefits offered by this job

Staff meals

Uniform dry-cleaning

Discounts across Accor & Ennismore

Family & Friends discounts

Career development opportunities

Free night with breakfast and dinner

Job summary

So/ in Auckland, New Zealand is seeking a front desk host to deliver exceptional guest experiences from check-in to check-out. You will greet guests, manage reservations, and support front-of-house operations with a friendly, professional demeanor.

Ideal candidates will have hospitality experience, strong communication skills, and be comfortable using Opera Cloud and Microsoft Office. A current NZ driver license is required, and staff benefits include meal provisions and hotel discounts.

Qualifications

• Experience in delivering guest-focused service and handling inquiries.
• Confident in using computer systems and handling reservations.
• Strong communication skills and professional appearance.
• Ability to stay calm under pressure and resolve issues quickly.
• Must have a passion for hospitality and guest satisfaction.
• Full, clean New Zealand Driver's Licence or overseas equivalent.

Responsibilities

• Deliver service excellence at every stage of the guest journey from check-in to check-out.
• Be the first point of contact for guests with warm welcomes and tailored assistance.
• Handle front office tasks: reservations, guest accounts, promotions of hotel services.
• Answer guest queries and phone calls professionally.
• Reconcile cashier floats at end of shift with accuracy.

Skills

Customer focus

Multitasking

Communication skills

Professional presentation

Tools

Opera Cloud

Microsoft Office

Job description

Job Description

• Deliver service excellence at every stage of the guest journey, from check-in to check-out.
• Be the first point of contact for guests, providing warm welcomes and tailored assistance.
• Handle front office tasks such as processing reservations, managing guest accounts, and promoting hotel services.
• Answer guest queries and phone calls with professionalism and efficiency.
• Reconcile cashier floats at the end of your shift, maintaining accuracy and compliance.
• Introduce non-members to the ALL - Accor Live Limitless loyalty program and highlight its benefits.
• Handle special guest requests professionally (e.g., amenities, gifts, celebration arrangements).
• Maintain strong relationships with external service providers to ensure reliable and high‑quality offerings.
• Act as a proactive lobby presence, greeting guests, offering assistance, and supporting front‑of‑house flow.

Qualifications

• Previous customer service experience (hospitality experience a bonus).
• Confidence using computer systems, including Microsoft Office and Opera Cloud
• The ability to multitask, stay calm under pressure, and resolve issues quickly.
• Strong communication skills and professional personal presentation.
• A genuine passion for hospitality and a natural ability to make guests feel valued.
• A positive attitude, team spirit, and a dedication to exceeding guest expectations.
• A Full, clean, New Zealand Drivers Licence (or overseas equivalent)

Additional Information

• Staff meal provided per shift
• Dry-cleaning of uniform
• International accommodation and retail discounts across varying Accor & Ennismore hotels and properties
• Family & Friends Hotel Discounts
• Opportunities for further development and worldwide career progression
• Annual reward of a free night's accommodation at the hotel (did we say there is breakfast and dinner included?)

Our Commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. we offer reasonable adjustments to support you. if you require an adjustment to be made during the recruitment process, you're welcome to let us know.